【主題】IT價值的長尾時滞:CRM對生産率、盈利性及市場價值的影響
【主講人】董樹濤
【時間】2007-3-30 10:30-12:00
【地點】偉倫樓453
【語言】中文
【主辦】管理科學與工程系
【目标聽衆】
【簡介】
報告摘要:Customer relationship management (CRM) systems are becoming
increasingly important for firms to collect customer data, identify
customer preferences, and analyze customer value. Yet, empirical
evidence on whether firms are realizing productivity and profitability
gains from CRM remains mixed. Adopting the production-function approach
and the economic perspectives, this study attempts to examine the
business value of CRM systems in terms of productivity, profitability,
and market value growth. More importantly, we investigate how long it
would take for such gains to materialize, i.e. the lag pattern of CRM
value. Accordingly, we develop two hypotheses and test them using
regressions on a dataset of 150 U.S. banking firms. Our results show
that: (1) CRM adoption significantly improves productivity, and
moderately increases profitability (in terms of ROA, ROE, and profit
margin) and market value (in terms of Tobin’s q); (2) there exists a
long-tailed two-wave lag pattern of CRM value, i.e. a “first peak” in
business value in about the third and the fourth years after CRM
adoption, followed by a “second peak” from about the seventh year until
the tenth year or even longer; further, the “second peak” has a greater
effect than the “first peak” in creating CRM value; (3) marketing
functionality, analytic functionality, and organizational capital are
found to be significant drivers of all three measures of CRM value;
sales functionality significantly contributes to profitability and
market value growth, but not productivity gains, while service
functionality and system integration significantly improve productivity
and market value, but not profitability. These findings provide
important implications for understanding whether, when, and how firms
can reap the business value of CRM systems. This study thus extends the
literature on IT business value to the context of CRM. Especially, the
long-tailed lag period of over ten years tends to be much longer than
traditionally expected, shedding new light on the lag value of specific
IT applications to the literature.
報告人:Shutao Dong,PhD Candidate,The Paul Merage School of
Business,University of California, Irvine
報告人簡曆:SHUTAO DONG is currently a Ph.D. candidate in Information
Systems at the Paul Merage School of Business, University of California
at Irvine. He received his master degree in Technological Economics
(2001) and bachelor degree in Management Information Systems (1999) from
Tsinghua University, Beijing. His recent research focuses on studying
the business value of customer relationship management (CRM) systems,
using the resource-based view (RBV) and the economic perspectives. He
has also been conducting research on firms’ assimilation and value
creation of e-business and interorganizational systems based on
innovation diffusion theory, the RBV and other perspectives. His further
research interests include IT governance and IT-enabled business process
integration. His research has been published in European Journal of
Information Systems.